What is the Definition of Customer Engagement?

Mainly from the technology community. Co-founder of the CXPA, Bruce Temkin puts it customer experience is your perception that customers have with a company of all their interactions. In business world distinct things can be meant by participation. On a web site, visitors that are engaged spend time online. Involvement is a measure of how dedicated there is an employee to business and the occupation. With customers, while there’s nobody definition, I believe the common thread is that a devotion is meant by levels of involvement. More time. More emotion. More of a relationship. But not everybody sees it this way.

Epsilon President Andy Frawley has another slant. He says client adventure is the emotional connection a client has with a brand. Engagement, and on the other hand, means activities that the consumer may take include purchasing, more, and posting, tweeting, liking, following, speaking. Behaviors and attitudes are, clearly, the two elements of customer relationships that are loyal. And, they are more prone to continue to be a client and increase their purchases. Through the years I’ve conditions go and come in popularity. Customer relationship management, for example, has been introduced as a loyalty construction strategy 20 years ago with good fanfare.

Now it’s more commonly used as a term for sales, marketing service automation. With CX advocates utilizing lots of the same arguments as in these customer relationship management days, customer experience has picked up the loyalty banner. Client Engagement, though, isn’t used consistently. I asked lots of industry experts to exemplify. Client participation are the efforts that firms make to reach out and receive some kind of client connection. The engagement can be limited to a buy or a whole detailed discussion.

Lior Arussy – Client engagement is something different, it’s a behaviour and attitude, an outcome of client experience.

Bruce Temkin – Client participation is how you participate with clients. By engaging together with them you give them an experience.

Colin Shaw – Client involvement is what you hope clients will do for you, it’s either enticed or earned. Great CX earns it.

Lynn Hunsaker – End-to-end client engagement platforms allow companies to be proactively contextually relevant in real time which leads to measurable revenue growth.

Christine Crandell – Customer engagement the representation of the connection between your brand and your customer. A fully engaged clients should be committed to the point of advocacy i.e. they become a fan of your brand.

Ian Golding – Walkers Leslie Pagel, writes that involvement as a metric with four components: product usage, sentiment, involvement, and aggressive activity. This strikes me as the most readily useful and meaningful way to describe how, um, engaged a client is with a company. But, it can become lost in the noise as the word is utilized for marketing fodder. So that you are able to see that business thought leaders do not agree.